
Urgent Search: Team Lead
3 weeks ago
Job Title: Team Leader Customer Service (BPO)
Location: Mumbai
Salary: Up to 7 LPA
Shift: 24/7 rotational shifts
About the Role:
We are seeking an experienced Team Leader Customer Service to manage and guide a high-performing team in a fast-paced BPO environment. The ideal candidate will have strong leadership skills, proven team management experience, and the ability to drive performance metrics while ensuring excellent customer satisfaction.
Key Responsibilities:
- Lead, mentor, and motivate a team of customer service executives to achieve targets and KPIs.
- Monitor daily operations, handle escalations, and ensure service delivery excellence.
- Conduct regular performance reviews, feedback sessions, and training for team members.
- Manage rosters, schedule adherence, and ensure smooth workflow.
- Prepare reports on team performance, quality scores, and productivity.
- Collaborate with quality, training, and operations teams to improve processes and service levels.
Requirements:
- Minimum 23 years of experience as a Team Leader in a BPO customer service process.
- Strong people management, coaching, and conflict resolution skills.
- Excellent communication skills (verbal & written).
- Ability to work in 24/7 rotational shifts.
- Good knowledge of MS Office and reporting tools.
Education: Graduate in any discipline (preferred).
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